Customer Success Manager, Marketing Cloud Next (Public Sector)

Description The Experience

The Customer Success Manager (CSM) for Marketing Cloud Next is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

This role specializes in guiding organizations through seamless migrations from legacy marketing automation platforms—including Granicus GovDelivery, Eloqua, Marketo, HubSpot, Pardot, and Salesforce Marketing Cloud Engagement—to Salesforce Marketing Cloud Next and Salesforce Data Cloud. By identifying and addressing both technical and business concerns, the CSM strategically aligns solutions with the customer’s top priorities, projects, and goals.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Federal Civilian (FedCiv) – Work with non-defense federal agencies (such as Health & Human Services, Commerce, and Transportation) to drive digital transformation initiatives that improve citizen services, requiring knowledge of federal procurement processes and the ability to obtain a Public Trust clearance.

What You'll Actually Be Doing

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, overseeing the experience throughout the Signature lifecycle.
• Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Share best practices for process optimization, data quality, and customer experience through enablement sessions.

Strategic Advisory and Stakeholder Management

• Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership, acting as a trusted advisor by understanding the customer’s business model and applying proven solutions to their problems.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder, identify underutilization of contracted entitlements (e.g., messaging volume tiers), and align platform features with customer priorities.

Technical Health, Adoption, and Risk Management

• Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring, and use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Proactively monitor, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Serve as the primary interface for major incidents (e.g., email deliverability drops) to protect peak revenue, and escalate complex automation, data model, routing, or integration questions to technical resources.

You're Our Person If...

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations, with excellent communication skills to translate technical concepts into business terms.
• Strong functional knowledge of the full Marketing Cloud Next platform (Email Studio, Journey Builder, Automation Studio, Content Builder, Mobile Studio, Advertising Studio and Contact Builder). Able to architect solutions end-to-end and lead discovery without referring to technical resources for platform capability questions.
• Solid understanding of Data Cloud architecture — data streams, unified profiles, identity resolution, segmentation and activation to Marketing Cloud Next — sufficient to own the functional integration design and validate the Data Cloud Architect’s technical approach.
• Deep understanding of the Marketing Cloud Next subscriber data model — data extensions, sendable/non-sendable objects, contact counts, suppression lists — and proven expertise designing consent migration strategies that comply with GDPR, CAN-SPAM, CASL and POPI.
• Working knowledge of at least one major legacy marketing platform (GovDelivery, Eloqua, Marketo, HubSpot, Pardot, legacy Marketing Cloud Engagement) — sufficient to run discovery workshops, assess migration complexity and translate legacy features to Marketing Cloud Next equivalents.
• Proven ability to inventory, assess and prioritize complex legacy marketing automation libraries, mapping legacy journey logic, drip campaigns and triggered send rules to Flow native design patterns. Able to define what data migrates, the transformation rules for subscriber and consent data, validation criteria and the cutover sequence.
• Solid understanding of email deliverability principles (IP warm-up, SPF/DKIM/DMARC, sender reputation, inbox placement) and of Marketing Cloud Connect, REST/SOAP MC APIs, API-triggered sends and event-driven messaging.
• Expertise in producing executive-quality solution blueprints, functional design documents, process maps, data mapping specifications, migration approach papers and UAT test scripts, and in leading large discovery workshops with senior client stakeholders.
• Knowledge of the Salesforce product suite, CRM and Sales/Service Cloud data model, and Marketing Cloud features, able to articulate how a customer can benefit from Signature Success for Marketing Cloud; Salesforce product suite and features, capabi (the pasted text ends here)
• Position requirements: This candidate must be a U.S. citizen (U.S. born or naturalized) and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.